The Grand at Moon Palace

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 10445 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Romantic dinner

    Reviewed by eekstrand7(Oregon) on Mar 01, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I love it. It was an awesome experience. I my SO with a Surprise birthday dinner. I had waiters Luis, Carlos, Oscar, Sudoth, Yolanda, Leiver and Salvador they were very attentive and made sure we had everything we could possibly ask for. And shout out the chef Cesar the chef amazing food and and service hands down breath taking

    Perfect Week at Moon Grand, a Celiac-Friendly Resort

    Reviewed by cac1455(Omaha, NE) on Mar 01, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I have been a Palace member since 2006 and have stayed at most of their properties. I stay at a Palace resort 2-3 times a year. This review covers my stay at Moon Grand with my adult daughter during the week of February 17-24, 2021. We had a stellar week, made great memories, laughed a lot, and will certainly be back! Food: My daughter is a severe “true” Celiac, which means that she doesn’t need to simply avoid gluten, her health depends on meals that contain no Gluten with no cross-contamination. When we visited The Grand in 2019, my daughter found herself in a very difficult, vulnerable position until Chef Francisco Sanchez Velasco, the head chef at El Caribeno at the time, and Israel Sorea, the manager of El Caribeno at the time, stepped in to ensure the remainder of our week went well. A bonus to our experience was the wonderful friendship we formed and we looked forward to another visit to The Grand to see them. Fast forward to this visit and I am happy to report that the staff at Moon Grand are much more educated with respect to Celiac. They have protocols in place that the restaurants follow and that includes the bar staff. Every server listened to my daughter’s needs and we were never disappointed. And again, to our delight, Chef Francisco and Israel Sorea made this vacation a spectacular one. Chef Francisco, now at Le Chateau, once again provided incredible dishes. Having been to Paris where one would expect to find perfect French cuisine, I can attest to the fact that Chef Francisco’s creations rival the finest restaurants in the world. Everything he is responsible for is 5-star quality and it is obvious he puts his heart and soul into his cooking. It’s his life. Everything he did was above and beyond, and then some! Every day brought new, delightful surprises from Chef Francisco. One evening he made my daughter a gorgeous gluten-free cake for her birthday. In addition, he once again ensured that the other restaurants were aware of my daughter’s needs with respect to celiac. Chef Francisco is the diamond of Moon Grand and Palace Resorts. Palace Resorts, please treat this man well! He is kind, has a big heart, and is our friend for life! Le Chateau staff that I also want to thank include Isabel (fabulous waitress), Hector, Mariflor, Roberto, Ivan, Edgar, Felipe, and Jesus. Their teamwork is very impressive and they aim to please. Israel Sorea, now the manager of the Italian restaurant, Tavola, is another Palace gem. We were delighted to see him nearly immediately upon our arrival and he made sure we were fed well, the Celiac needs were met (not easy in a typical Italian restaurant), and our favorite drink appeared almost immediately (and they kept coming!) Tavola has an excellent menu and we ate there several times. Chef Veronica, Chef Francisco and Israel went above and beyond (again) to provide gluten-free pizza for my daughter. Our waiter, Miguel, is one of the best waiters we have encountered. Tavola is a fun place and we often stopped by just to talk with Israel and have drinks. Israel’s kindness will never be forgotten and we treasure his friendship. The Grand Buffet (open solely for breakfast during our stay) proved to be a great experience. There are many safety protocols in place to ensure a healthy environment. The variety of food was impressive and I certainly had no problem filling a large plate. Our waiter, Martin, who we requested at every visit, provided perfect service every time. He brought Chef Erich to speak with my daughter, who walked with her through the buffet line, and then prepared her food in the area of their kitchen specifically used for allergen free meals. Manager Andre spoke with us more than once at every visit and had box lunches prepared on our day of departure. We had an exceptional experience at Habibi, a Lebanese restaurant. We ate at Habibi during our 2019 visit and I have been a fan of that cuisine ever since. It was just as impressive this time. Chef Francisco worked with their staff to once again make for an incredible dining experience, including another birthday surprise for my daughter. I want to thank the staff that worked so hard to make our meal and evening a night to remember: Arely, our server, Sommelier Martin, and Manager Alejandro. Rooms: The rooms are large and quite comfortable, with the coziest beds ever. Be aware that there are no beach front rooms and the few ocean view rooms are for those at certain Palace membership levels or the Presidential suites. If an ocean view is important to you, I suggest the other sections of Moon Palace, Sunrise or Nizuc, or one of the Palace resorts in the hotel zone. Property: The Grand is an extremely large resort that is part of Moon Palace. It is well kept and the lobby building is gorgeous and impressive. There are many buildings with guest rooms so there is an extensive golf cart path that staff uses to ride throughout the property and pick up guests who prefer not to walk. I think my favorite part of all Palace resorts is the Palace scent. It is like none other. When I enter a resort lobby, that scent reminds me that I have returned once again to my happy place. We had another week to remember at Moon Grand and will be back!!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Travola

    Reviewed by Ngentry2490() on Feb 28, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    As Palace Resort member, we’ve been to the Grand numerous times but we have never experienced the level of experience we did from Erick at Travola! He was so knowledgeable about the menu and gave the best recommendations. If you ever get to The Grand, be sure to ask for Erick at Travola! He’s the best!

    Amazing vacation with world class food and staff!

    Reviewed by alexlQ3054HD(Cancun, Mexico) on Feb 28, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This review is long over do as I have been here several times now and continue to be impressed by how amazing the experience here is each time and how truly world class the staff are. First of all, the rooms are beautiful with a good size balcony with a cozy seat and hammock to lounge from if you're feeling anti social but still want to experience that sun and ocean breeze. The food is amazing in itself if it were the only thing you were to come here for. There is so much variety and different restaurants, I can't see anyone going to every single one in one trip. Breakfast and lunch buffets always had a great selection. The Steakhouse was hands down my favorite with cuts of meat that would rival any high end steak houses back in NYC. The Speak Easy through the secret book entrance was always a good time after dinner for some quality mixed drinks and solid entertainment from the bar staff Jimmy, J-Luis, Spiky, Ana, Marisol, Raquel, David and Pita.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-5

    Value

    Value-4

    Perfect Trip and Celiac Safe!

    Reviewed by brightsideofhappy(Omaha, Nebraska) on Feb 28, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I just returned from my second girls trip to the Grand, and this trip was even better than the last! I have celiac disease and need to adhere to a very strict gluten free diet with absolutely no cross-contamination, otherwise I will become very sick. We last stayed here two years ago, in 2019, and my experience with getting safe, gluten-free food was rough. At several restaurants, I was told they couldn’t serve me anything at all. It took a lot of effort and advocating for myself to get a safe meal, until I met Chef Francisco and restaurant manager Israel at El Caribeño. They took my needs very seriously and became my points of contact, communicating with other chefs across the resort to make sure I was safe and was able to not only eat something safe, but eat delicious safe food. Returning to the Grand, I noticed immediately that the staff has been better educated about celiac disease, and their allergen protocols are much improved. Even the bartenders were concerned and took my requests seriously. Upon checking in at each restaurant, a pink allergen ticket is issued so that all staff knows to be on alert. I want to highlight several staff members who went above and beyond to ensure I had a wonderful stay. Chef Francisco and Israel once again made sure that not only were my needs met, but that I felt as normal as possible and not like a problem. Chef Francisco is now at the Le Chateau restaurant, which serves fine French cuisine. He treated us like royalty, serving us spectacular dishes I’d never be able to get at home. He even made me a gluten free birthday cake! His expertise regarding cross-contamination and safe celiac practices left me completely worry-free, and I cannot put a price tag on that. He came to our table several times to make sure we were okay, and I have never felt more cared for or safe. It’s very clear that he loves his craft and is so devoted to serving others. He is truly one-of-a-kind. In addition to Chef Francisco’s personal impact on my stay as a celiac, I want to note his exceptional talent as a Chef, as well as Le Chateau as a restaurant. I have traveled extensively across the globe and have vacationed in Paris twice. However, the dishes I enjoyed at Le Chateau rival even the meals I enjoyed in France. In addition, the service there is exemplary. Additional Le Chateau staff members to note include Edgar, Felipe, Jesus, Hector, Isabel, Mariflor, Roberto, Jose, and Ivan. Their service was top-notch! They truly work as a team, and their seamless service was incredible to watch in the restaurant. Le Chateau is spectacular. Israel is now the manager at Tavola, the Italian restaurant. He was the very first person we visited after arriving, and we were so thrilled to see him. Normally, I would not feel safe at all in a restaurant with lots of glutenous pasta and pizza! But knowing that Israel was there, I did not have to worry for even a second. He took care of everything I needed, and his genuine kindness warmed my heart. We enjoyed being around him so much, we often went to Tavola just for drinks. The restaurant is a happy place with a fun, welcoming atmosphere. At Tavola, I enjoyed wonderful gluten free pasta and even pizza! This is important because on my last trip, I could not get pizza as they could not make it safely. But this time, Francisco and Israel worked with Chef Veronica to make me a celiac-safe pizza. They also were able to get me food I had requested from a totally different restaurant. Their willingness to go above and beyond is so appreciated! Our server, Miguel was also amazing. We dined there several times, and he was so knowledgeable about what could be made gluten free, along with remembering our drink preferences and treating me to extra desserts. Habibi was another favorite, and Chef Francisco worked with the staff there to ensure I had an incredible experience (and another surprise birthday celebration!). Server Arely, Manager Alejandro, and Sommelier Martin provided exceptional service. Once again, I did not have to even question what I could have or not have – they took such good care of me. This visit in particular was so much better than our dinner there 2 years ago. I was in tears that night because they didn’t know what I could or couldn’t eat, which is an incredibly vulnerable position to be in. But at this meal, I couldn’t stop smiling. Huge difference! We had another great experience at the Grand Buffet. Normally, buffets cause me a lot of anxiety, but our server Martin was amazing! He immediately brought out Chef Erich, who walked me through the buffet and asked what I wanted to eat, and then made me fresh food in their separate allergen kitchen. Manager Andre checked on me numerous times every time we went there, and I felt so safe. They even made me a lunch to take to the airport with me on the day we left. I cannot properly express my gratitude for Francisco and Israel. They truly went above and beyond to ensure I was safe. They called other restaurants, stopped in during my meals to make sure everything was okay, and they genuinely cared about me and my Mom. If it weren’t for them, I would not have returned to the Grand. But now, I am so excited for my next trip! THANK YOU for such a wonderful and memorable experience!